Easy Setup, Powerful Automations, and Time-Saving Canned Responses
What do you like best about the product?
The ease of use and setup. I Love the fact that I can check on my dashboard from my iPad. The automations allow me to streamline some of tickets automatically, and the canned responses save me tons of time.
What do you dislike about the product?
Some of the reporting functionality is not intuitive. I was not sure how to create a new report without assistance.
What problems is the product solving and how is that benefiting you?
We were utilizing the product to the best of our abilities. Aravind called to see about setting up a meeting to chat about the product and introduced me to Sushanth. Sushanth was exceedingly helpful, he helped me understand how to create a new report, and even taught me how to customize it in ways I was unaware were an option. The call got me excited to spend more time working with the product to see how better it can suit our needs. When I was unable to setup an automation that I wanted I reached out to Sushanth who immediately replied, and is helping me set it up. The customer service is phenomenal.
Freshdesk Automation and Custom Scenarios That Simplify Daily Work
What do you like best about the product?
After migrating to Freshdesk, we immediately appreciated the extensive automation options and the ability to create custom scenarios. This was crucial for us, we were able to configure the system to reflect our actual operations and simplify the team’s daily workload.
What do you dislike about the product?
Nothing major. We might be missing some features (mainly email notifications when something is tagged), but those are part of a higher-tier plan, and we understand that.
What problems is the product solving and how is that benefiting you?
Our company spent a long time searching for a helpdesk solution that would meet our specific needs. For over 10 years, we relied on a tool with a Gmail-style interface. However, we gradually realized the need for a solution that would better align with our current workflow and the demands for automation, transparency, and efficient communication management in 2026. We were looking for a system that would adapt to us—not the other way around. We also highly valued the option to switch the interface to Czech, which made the adaptation process much easier for the entire team. The implementation was seamless. Minor third-party assistance was only necessary to address our highly specific requirements, not due to any limitations of the system itself. Today, thanks to Freshdesk, we have better-defined processes, a higher level of automation, and greater visibility across all communications. Overall, we are very satisfied with the solution.
Easy-to-Use Ticketing and Automations That Streamline Project Workflows
What do you like best about the product?
Provides a ticketing/tracking system that we need to be able to manage work processes on our projects. We have found the tool easy to setup and use along with the creation of automations to support the business functions.
What do you dislike about the product?
Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period where the authentication has not been completed.
What problems is the product solving and how is that benefiting you?
The ability to keep track of work processes and the communication linked to those jobs.
Streamlined Ticketing with Robust Analytics
What do you like best about the product?
I really like the transparency Freshdesk brings within a team and its analytics features. The ability to customize reports to align with and track our KPIs is incredibly handy, as the data is reliable. I also like how it allows me to allocate tasks to my team, monitor their progress, and provide feedback based on their performance. The initial setup was very easy as well.
What do you dislike about the product?
It's a form of micromanaging but putting in a few extra safe blocks would be nice, such as a staff member not being able to set a ticket to resolved without my approval. When replying to a multiple email trail, it can be frustrating when I want to change the main recipient of the email without them seeing all the history (and with them separating to detail into a separate ticket).
What problems is the product solving and how is that benefiting you?
I use Freshdesk to merge three inboxes into one, simplifying communication. It helps keep track of tasks and workloads transparently, allows clear monitoring of issue history, and offers valuable analytics and custom reports to meet KPIs.
Efficient Analytics and Seamless Setup
What do you like best about the product?
I use Freshdesk to deal with incoming customer enquiries and complaints. I find the analytics very useful, as it allows me to monitor incoming traffic and agents' workloads. The fast response to customers is another highlight for me. Additionally, I appreciated that the initial setup was very easy.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Freshdesk to handle customer enquiries and complaints. It logs and keeps a record of customer correspondence. The analytics are useful for monitoring incoming traffic and agent workloads, and it enables fast responses to customers.
Easy-to-Use Filtering and Drill-Down That Just Works
What do you like best about the product?
The ease of use. Filtering by customer & drilling down by specific names is very user friendly.
What do you dislike about the product?
Time sheet summary used to auto sum hours for me, but that feature was taken away.
What problems is the product solving and how is that benefiting you?
It helps us coordinate & organize multiple issues tickets in a fashion that can be followed up on timely.
Freshdesk Makes Ticketing Simple, Fast, and Effortless
What do you like best about the product?
The simple way Freshdesk handles tickets and tracks customer conversations makes it very comfortable to use. Features like smart assignment, a clean dashboard, and easy integrations genuinely cut down on manual effort and help the team respond more quickly.
What do you dislike about the product?
Few options takes a extra clicks to find, especially in settings. Nothing major minor UI Improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage customer queries from email, chat and social media in one place instead of juggling multiple tools. This keeps responses organised, reduces delays and helps the team resolve issue faster without missing anything.
Freshdesk Keeps Tickets Organised
What do you like best about the product?
Freshdesk lets us keep track of tickets that would otherwise get lost in someone's inbox and reply to multiple people all at once. We make extensive use of the Knowledge base and really couldn't manage without it.
What do you dislike about the product?
nothing. ..............................
What problems is the product solving and how is that benefiting you?
Keeping track of issues and questions and allowing us to direct them easily to the agent with the correct expertise.
Automation has transformed multichannel ticketing and AI now boosts reporting and customer demos
What is our primary use case?
I am a product consultant who runs a company. I pitch Freshworks products for multiple customers, and many of my customers work with Freshdesk and other Freshworks tools. I use Freshworks products for demonstration purposes to show demos to my customers.
My customers in the segment I am delivering to benefit primarily from automation features. The AI, Freddy Insights, and related tools are helping them with reporting, getting ticket details, and dashboarding. In operations, AI is not much needed due to either business or technology constraints. However, it would definitely be very helpful in the healthcare and pharmaceutical segments.
What is most valuable?
The ticket generation from multiple sources is a feature I find most valuable in Freshdesk Omni. Apart from that, the chatbot feature is also essential. Most of my customers want to implement chatbot features on their applications or websites so their end users can raise tickets through chat resources directly from the website instead of writing emails to the support desk, which then get converted into tickets. This improves their end users' user experience significantly. Additionally, they are looking to implement phone and calling features.
The automation feature, which I developed with my fellow team, has helped improve productivity. Automations have been implemented across most of our channels to add additional product IDs and application information to tickets. We create custom fields that are filled automatically through automations, and we have also implemented API details. This automation eliminates significant manual effort and hassle.
What needs improvement?
Freshdesk Omni can be improved in multiple ways. The APIs sometimes have rate limit issues, and I have had to raise requests to increase the API limit for several of my customers. For some subscriptions like basic or free, customers see API rates that are too low. It would be better if you increased the API rate limit so that customers do not need to raise support requests to resolve this issue.
Secondly, there are marketing and branding aspects that need improvement. While logos work fine in chatbots, customers are unable to use certain features, such as uploading documents from websites.
For how long have I used the solution?
I have been using this solution for four to five years.
How are customer service and support?
My approach to customer service depends on the customer experience feedback I receive. I use a prepared checklist to mark customer feedback as success criteria. Based on the input given by customers, I measure both the successful and unsuccessful aspects of the service.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I would evaluate the impact of Freshdesk Omni on my issue escalation processes as much better than my previous solutions. It really helps resolve most of the ongoing process problems. I have migrated from Jira to Freshdesk and from ServiceNow to Freshdesk.
Streamlined Team Collaboration, Easy Setup
What do you like best about the product?
I find Freshdesk incredibly useful as it improves visibility and communication between our corporate office and franchisees. The ability for everyone in the department or organization to see tickets coming in has significantly increased our speed to resolution, cutting it by 75%. I like that the interface is easy to use, and adding or editing associates and their permissions is straightforward. The curated reports and dashboards provide the insights I need regularly. Setting up Freshdesk was extremely easy, and I've implemented it in multiple organizations successfully.
What do you dislike about the product?
There were a few reports we used to use a lot that were twilighted when the new insights were implemented beyond the beta stage. It was a performance report that had all KPIs in one view that I could export and share among the teams.
What problems is the product solving and how is that benefiting you?
Freshdesk solves visibility and communication issues, allowing our department to see incoming tickets and share responsibilities if the SME isn't available. It cuts resolution time by 75%. The user-friendly interface, easy management of associates, and insightful reports enhance our operational performance.
